Customer Connect Advisor

Reed Talent Solutions are recruiting for Customer Connect Advisers to join the Financial Ombudsman Service on a 12-month assignment.

The Financial Ombudsman Service make decisions on a range of complex and difficult issues. Every year they resolve hundreds of thousands of disputes between consumers or small businesses and their financial service providers.

This is a very exciting time to join the Service - due to trends and changes within financial services, there will be an increase in the number of consumers, small businesses, and financial service providers you can support. Are you looking to play your PART? Purpose, Ambition, Respect, and Trust - the Service’s core values that we are looking for you to embody.

What are the key details you need to know about the role?

• Contract type: temporary
• Assignment duration: 12 months
• Location: Exchange Tower, London
• Based: Hybrid - 4 days per fortnight in the office
• Training: 1 week onsite
• Pay rate: £125 per day via an approved Umbrella company, £98.76 per day via Reed PAYE, or £113.58 per day via deemed Personal Service Company
• Working days: Monday to Friday
• Hours per week: 35 hours per week (operating hours for the Service 8am to 8pm)
• Start date: 13th May 2024
• Recruitment process: CV review and pre-screen/competency-based interview with Reed
• Compliance: will include a criminal record check and a credit check (not limited to)

Training will be onsite full time for the first week.

What is the purpose of the role?

Customer Connect provides vital support to the operational functions, acting as a central hub and contact point for all customers at the start of their journey with the Service, and throughout all stages of their case - ensuring a smooth journey for all customers so that their problems are being progressed fairly and in a timely manner.

What does a day in the life of a Customer Connect Adviser look like?

As a Customer Connect Adviser, you’ll be the first person the customers contact - both consumers and businesses, so you’ll make a great first impression by reviewing their enquiry and explaining what the Service can do to help or referring customers to a different organisation who may be able to help.

You’ll set up and categorise cases so they reach the right directorate - making sure the business and products are covered within the service’s jurisdiction. You'll make things as easy as possible for the Case Handlers to assess cases, by gathering relevant information from the consumer and business. This involves making and receiving phone calls, handling written correspondence, and accurately updating the case handling systems.

What you’ll need to do within this role?

• You’ll need to work at a fast pace
• You’ll need to have strong task prioritisation skills
• You’ll need to listen carefully to customers
• You’ll need to think pragmatically
• You’ll need to communicate effectively

All of the above will be assessed during the recruitment process.

We are looking for candidates that have previous working experience within a customer centred role, ideally within a contact centre or customer service department/function within a business.

Apply now if you are interested!